A Customer Success Guide to Dreamforce

Sept 25

2014

Housekeeping

• Q&A panel on your right • Recording for colleagues who can’t make it• All attendees will receive slides• Twitter hashtag #customersuccess

Your Presenters

Anthony KennadaVP of Marketing

Chance CurtissCustomer Success Executive

Thomas LahExecutive Director

A Culture of Customer Success

Chance CurtissCustomer Success Executive

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Dreamforce 2013 Recap

The Customer Success Dreamforce Debut

2013 2014

The Customer Success Conversationat #DF14

Learn and Play

12 Pillars of Customer SuccessTuesday, October 14th at 11:00 AMInsideView Open Lounge at One Kearny

Dan Steinman, Chief Customer Officer at Gainsight

Using Customer Success to Grow LTVTuesday, October 14th at NoonWestin San Francisco Market Street, Metropolitan Ballroom

(Partner Zone)Nick Mehta, CEO at Gainsight and Chris Cabrera, CEO at Xactly

Partner KeynoteMonday, October 13th at 10:00 AMMoscone West – 3rd Floor

Tyler Prince, EVP Channels & Alliances at Salesforce.comNick Mehta, CEO at Gainsight

Growth Hacking Customer SuccessTuesday, October 14th at 11:30 AMYerba Buena Gardens, TerraceLincoln Murphy, Customer Success

Evangelist

Also…Special (Secret) Announcement

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Thomas LahExecutive DirectorTechnology Services Industry Association (TSIA)

The State of “Customer Success”

Dreamforce KeynoteHilton, Ballroom B, San Francisco4:30pm, Oct. 13th

16

Topics Covered

• Outcome chains of Customer Success• Net new capabilities of Customer Success

– What is different

• Current state of Customer Success• If you are starting Customer Success

17

TSIA Customer Success Baseline Benchmark

18

Software49%

SaaS29%

Hardware13%

Services9%

Company Types

Software SaaS Hardware Services

Three Profiles of Customer Success

Adopters Retainers Expanders0%

10%

20%

30%

40%

50%

60%

70%

80%

What % of CSM time is allocated to the following activi-ties?

Adoption Retention Expansion Other

19Source: TSIA 2014 Customer Success Baseline Benchmark

Participant Profiles

Adopters Retainers Expanders None of These Profiles

0%

5%

10%

15%

20%

25%

30%

35%

40%

45% 40%37%

10%13%

% of respondents in each profile

20Source: TSIA 2014 Customer Success Baseline Benchmark

Where CSMs Come From

Adopters Retainers Expanders0%5%

10%15%20%25%30%35%40%45% 40%

32%

3%

41%

31%27%

9%

17%

30%

1% 1% 0%

What % of CSMs are hired from the following resource pools?

Customer Support Professional ServicesSales and Marketing Product Group

21Source: TSIA 2014 Customer Success Baseline Benchmark

The Questions to Answer…

• Which organizational structures for Customer Success make sense when …

• What does “best in class” cost performance look like for Customer Success?

• Which Practices are most effective in achieving the target objectives of adoption, retention, and expansion?

• How do we cost effectively scale Customer Success?

22

Moscone North (N1007)

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Thank You!

How Can I Get More?

Request a meeting with us:

Let’s Meet at Dreamforce